Job Description

Are you passionate about helping people improve their quality of life through better sleep? We have an excellent opportunity for an experienced

CUSTOMER SERVICE REPRESENTATIVE

looking for a rewarding career in the medical field.

About Us:

Aveiro Sleep/Sleep Medix is an Alberta-based leader in respiratory and sleep care services B.C., Alberta and Saskatchewan. For over 22 years, we've been helping patients improve their health and quality of life through Pulmonary Function Testing, Home Sleep Apnea Testing (HSAT), CPAP therapy, Oral Appliance Therapy, and Home Oxygen services. Our local clinics provide convenient, compassionate care for patients, right in their communities.

Join a dynamic, driven team that is passionate about sleep and respiratory care. We offer competitive compensation, ongoing professional development, team-building events, and health benefits, including dental and vision care.

Role Overview:

Reporting to the Client Service Manager or designated leader, the

Customer Service Representative

plays a crucial role in providing support and guidance to patients who are seeking solutions for sleep-related issues. This position involves a combination of sales and customer service responsibilities, focusing on education and supporting patients through the process of finding the right sleep therapy products and services to improve their sleep quality and overall well-being.

Position to be based out of Calgary, AB.

Key Responsibilities:

Patient Engagement:

Develop a deep understanding of our services and product offerings, including CPAP (Continuous Positive Airway Pressure) machines, masks, accessories, and alternative therapies. Review sleep test results with patients, address their concerns, and recommend personalized treatment solutions in collaboration with the clinical team. Communicate test results to patients and explain the significance of their diagnosis. Educate patients on available treatment options and assist in creating a personalized care plan based on physician recommendations. Act as a liaison between patients and clinical leads to ensure a comprehensive approach to patient care. Collaborate with insurance companies to verify patient coverage and explain benefits, co-pays, or financing options.

Sales and Upselling:

Help patients select the best sleep therapy products to suit their needs, explaining features and benefits clearly. Upsell or cross-sell related products, such as accessories or subscription programs, to enhance patient outcomes.

Technical Support:

Provide technical assistance for sleep therapy equipment, guiding patients through setup, troubleshooting, and maintenance when clinical support is not available. Monitor patient compliance with therapy and offer guidance on maximizing effectiveness.

Patient Relationship Management:

Build and maintain positive relationships with patients, fostering a "Patient for Life" approach. Schedule follow-up appointments to ensure ongoing satisfaction and proactively reach out when equipment needs replacement. Handle patient concerns or complaints professionally, resolving issues in a timely and empathetic manner.

Documentation:

Maintain organized and accurate records of patient interactions, orders, and inquiries using our CRM and EMR systems. Ensure patient information is handled confidentially, complying with data protection and privacy regulations.

Collaboration and Goal Achievement:

Collaborate with the clinical, marketing, and inventory teams to provide a seamless patient experience. Help meet or exceed the goals and metrics of the Customer Service team.

Continuing Education:

Participate in workshops, seminars, and webinars related to sleep therapy, customer service, and sales. Maintain relevant certifications (e.g., CPSGT, RPSGT) to enhance your expertise and credibility.

Qualifications:

Strong communication and interpersonal skills Previous experience in customer service or sales, preferably in healthcare or a related field Ability to work collaboratively within a team Familiarity with sleep therapy equipment (preferred but not required) Detail-oriented with strong organizational skills Proficient in using CRM and EMR software Commitment to maintaining patient confidentiality
If you're a dedicated healthcare professional looking to make a meaningful impact on patients' lives, we'd love to hear from you. We thank all applicants for their interest. Only those selected for an interview will be contacted.

Job Types: Full-time, Permanent

Benefits:

Company events Dental care Extended health care Life insurance Vision care
Experience:

Call center: 1 year (preferred) Customer service: 2 years (preferred) Sales: 1 year (preferred)
Work Location: In person